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MacBook with Catalina freeze or restart by installing any applications or updates

New Here ,
Aug 23, 2021 Aug 23, 2021

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Dear Adobe Community,

 

I have the following issue. I can´t update any Adobe CC Application or install a new one. It always starts a few percentage of success but than the typical colorful apple wheel appears and the complete MacBook get frozen or it starts automaticly new with the message "An error has occurred".

 

I tried the steps below:

  1. Repair Mode of the Creative Cloud (with the uninstaller app)
  2. Deinstalled Creative Cloud and and all applicatians and reinstall them after it
  3. Deinstalled my Anti-Virus-Program
  4. Tried the CC Cleaner Tool
  5. Tried a different Creative Cloud version for my MacBook requirements (version of MacBook)

 

But the problem is still there. I spended really a lot of hours with this drama. I would be very happy for any tip. Reinstall the MacBook would´nt be my wish...

 

Kind regards

Dominik

TOPICS
CC FAQ , Creative Cloud , Feature request , Installation

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Community Expert ,
Aug 24, 2021 Aug 24, 2021

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LATEST

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

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